AI customer support agent features & capabilities compared:Netomivs. Freshchat (Freddy AI)

Introduction

This analysis focuses on the AI customer support features of three platforms:Netomi,Freshchat (Freddy AI), andMy AskAI. These platforms aim to deflect support tickets and enhance customer support efficiency through AI-driven solutions. My AskAI can also be integrated within Netomi or Freshchat (Freddy AI).

AI Customer Support Features

All three platforms—Netomi, Freshchat (Freddy AI), and My AskAI—offer AI customer support features. They are designed to automate responses and provide instant support to customers, thereby reducing the load on human agents.

AI Features for Support Agents

Netomi, Freshchat (Freddy AI), and My AskAI all provide AI features to assist support agents. These features typically include automated suggestions, response drafting, and other tools to enhance agent productivity.

Pricing

Netomi's pricing is provided on application (POA), making it less transparent compared to Freshchat (Freddy AI) and My AskAI. Freshchat (Freddy AI) charges $105 per 1,000 tickets/chats, while My AskAI offers a more competitive rate at $99 per 1,000 tickets/chats.

Usage Tiers

Netomi bases its usage tiers on consumption, which can offer flexibility but lacks transparency. Freshchat (Freddy AI) offers structured tiers ranging from free to enterprise levels, with specific limits on bot sessions per month. My AskAI provides clear usage tiers with Essentials, Pro, and Enterprise plans, each specifying the number of conversations allowed per month and additional charges for exceeding these limits.

Human Handover

Freshchat (Freddy AI) and My AskAI both support human handover, ensuring that complex queries can be escalated to human agents when necessary. Netomi does not provide information on this feature.

Conversation Analytics/Insights

Both Freshchat (Freddy AI) and My AskAI offer conversation analytics and insights, which help businesses understand customer interactions and improve their support strategies. Netomi does not provide details on this feature.

AI Email Assistant

Netomi and My AskAI both feature an AI email assistant, which can automate email responses and support tasks. Freshchat (Freddy AI) does not offer this feature.

Email Lead Capture

All three platforms support email lead capture, enabling businesses to collect and manage leads efficiently through automated processes.

Content Limits

Netomi bases content limits on consumption, while Freshchat (Freddy AI) does not provide specific details. My AskAI offers unlimited webpages and documents across all its plans, ensuring comprehensive content handling capabilities.

Number of Chatbots/Agents

Netomi's number of chatbots/agents is based on consumption. Freshchat (Freddy AI) allows one chatbot, whereas My AskAI provides more flexibility with Essentials and Pro plans allowing one chatbot in two modes (public and private) and unlimited chatbots in the Enterprise plan.

Hosted Help Centre

Freshchat (Freddy AI) includes a hosted help center, which can be a valuable resource for customers. Netomi and My AskAI do not offer this feature.

Chatbot Flow Builder

Freshchat (Freddy AI) includes a chatbot flow builder to design conversational flows. Netomi and My AskAI do not provide this feature.

Integrations (Content/Knowledge)

My AskAI stands out with extensive integrations for content and knowledge management, including websites, various file types, and platforms such as Google Drive, Notion, and Salesforce. Netomi and Freshchat (Freddy AI) do not provide detailed information on their content integrations.

Integrations (End Users)

Netomi and Freshchat (Freddy AI) offer integrations through their respective marketplaces. My AskAI supports a wide range of integrations, including popular platforms like Zendesk, Intercom, HubSpot, Slack, Teams, and many more, providing extensive flexibility for end-user interactions.

Compliance

All three platforms are GDPR compliant. Netomi and Freshchat (Freddy AI) are SOC-2 compliant, while My AskAI is not.

Support

Freshchat (Freddy AI) offers varying levels of support across its tiers, including email, chat, community, and knowledge base access. My AskAI provides web and email support for Essentials, priority support for Pro, and dedicated Slack and success manager support for Enterprise. Netomi does not provide specific support information.

AI Models Available

My AskAI offers access to advanced AI models like GPT-4o, Claude, and Gemini, depending on the plan. Netomi and Freshchat (Freddy AI) do not specify the AI models they use.

API Access

Freshchat (Freddy AI) and My AskAI both offer API access, facilitating custom integrations and advanced functionalities. Netomi does not provide information on API access.

Conclusion

Netomi, Freshchat (Freddy AI), and My AskAI each offer robust AI customer support features. My AskAI stands out with its competitive pricing, extensive integrations, and advanced AI models, making it a versatile choice for businesses looking to enhance their customer support capabilities.